If something goes wrong
Step 1 - Let us know
If something isn't right, the first thing to do is tell us about it and give us the chance to put it right.
Call us right away on 0345 555 7 100 to tell us what the problem is.
Step 2 - Customer Complaints Team
If you’re not happy with the outcome of that first contact, or if you feel there’s something we haven’t dealt with properly, then get in touch with our Customer Complaints Team.
They aim for same day response and speedy resolution. Get our Customer Complaints Team on the case.
Step 3 - Independent help
It’s rare for problems to get to this stage, but if our Customer Complaints Team hasn’t sorted things out to your satisfaction, then there are two bodies you can go to for independent help.
Citizens Advice Consumer Service provides independent advice, and the Energy Supply Ombudsman adjudicates between customers and their energy suppliers. Contact details for independent help are here.